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Service management : operations, strategy, and information technology / James A. Fitzsimmons, Mona J. Fitzsimmons.

By: Fitzsimmons, James A.
Contributor(s): Fitzsimmons, Mona J [(j.a.)].
Series: McGraw-Hill management and organization series. Publisher: Boston, Mass. : Singapore : McGraw-Hill ; McGraw-Hill Book Co., 2001Edition: 3rd ed., Int. ed.Description: xxvi, 646 p. ; 27 cm.ISBN: 0071181156.Subject(s): Service industries -- ManagementDDC classification: 658
Contents:
Pt. One. Understanding Services. 1. The Role of Services in an Economy. 2. The Nature of Services. 3. Service Quality. 4 Service Strategy. - Pt. Two. Designing the Service Enterprise. 5. New Service Development and Process Design. 6. The Supporting Facility. 7. Service Facility Location. 8. The Service Encounter. 9. Internet Service. - Pt. Three. Managing Service Operations. 10. Forecasting Demand for Services. 11. Managing Waiting Lines. 12. Queuing Models and Capacity Planning. 13. Managing Capacity and Demand. 14 Managing Facilitating Goods. 15. Service Supply Chain Management. 16 Managing Service Projects. 17. Linear Programming Applications in Services. - Pt. Four. Toward World-Class Service. 18. Productivity and Quality Improvement. 19 Growth and Expansion. - Appendix A. Areas of Standard Normal Distribution. - Appendix B. Uniformly Distributed Random Numbers [0,1]. - Appendix C. Values of Lq for the M/M/c Queuing Model. - Appendix D. Equations for Selected Queuing Models. - Indexes.
Summary: Illustrating lessons through current examples, the authors address the need for continuous improvement in quality and productivity in the service industry, in addition to providing extensive coverage on global operations. They demonstrate how crucial functional areas of an organization such as marketing, strategic issues, supply chain issues, operations, technology, and human behaviour impact effective service management. - Back cover
Item type Current location Call number Copy number Status Notes Date due Barcode
Accompanying Material (Media Resource) Taylor's Library-TU
658 FIT (Browse shelf) 1 Available SLASx,05000,01,GR 1000106945
Accompanying Material (Media Resource) Taylor's Library-TU
658 FIT (Browse shelf) 1 Available SLASx,05000,01,GR 1000106889

Pt. One. Understanding Services. 1. The Role of Services in an Economy. 2. The Nature of Services. 3. Service Quality. 4 Service Strategy. - Pt. Two. Designing the Service Enterprise. 5. New Service Development and Process Design. 6. The Supporting Facility. 7. Service Facility Location. 8. The Service Encounter. 9. Internet Service. - Pt. Three. Managing Service Operations. 10. Forecasting Demand for Services. 11. Managing Waiting Lines. 12. Queuing Models and Capacity Planning. 13. Managing Capacity and Demand. 14 Managing Facilitating Goods. 15. Service Supply Chain Management. 16 Managing Service Projects. 17. Linear Programming Applications in Services. - Pt. Four. Toward World-Class Service. 18. Productivity and Quality Improvement. 19 Growth and Expansion. - Appendix A. Areas of Standard Normal Distribution. - Appendix B. Uniformly Distributed Random Numbers [0,1]. - Appendix C. Values of Lq for the M/M/c Queuing Model. - Appendix D. Equations for Selected Queuing Models. - Indexes.

Illustrating lessons through current examples, the authors address the need for continuous improvement in quality and productivity in the service industry, in addition to providing extensive coverage on global operations. They demonstrate how crucial functional areas of an organization such as marketing, strategic issues, supply chain issues, operations, technology, and human behaviour impact effective service management. - Back cover

Accompanied by : 1 computer optical disc (4 3/4 in.) : Student resource CD-ROM to accompany Service Management Operation, Strategy, and Information Technology. 3rd ed. ISBN 007118115D